Agency Services Support & Quality Specialist (Hybrid)

Could you be our next Agency Services Support & Quality Specialist? Globe Life is looking for an Agency Services Support & Quality Specialist to join the team! 

In this role, you will be responsible for ensuring accuracy, consistency, and compliance across agency platforms and communications. This role provides day-to-day operational support, conducts quality assurance reviews, and maintains participation records in systems such as Admin UI.

The ideal candidate is detail-oriented, highly organized, and committed to delivering exceptional service and support to both internal teams and agency partners.

This is a hybrid position located in McKinney, Texas (WFH Monday & Friday, In Office Tuesday-Thursday). 

What You Will Do: 

• Provide day-to-day support to agency services operations, ensuring accuracy and quality across multiple platforms (including Admin UI).
• Maintain updated and accurate client records.
• Conduct weekly and monthly quality checks on participation updates.
• Ensure timely follow-up on quality-related issues, keeping management informed on high-priority concerns.
• Routinely perform a wide variety of support duties, as assigned.
• Monitor daily consumer emails and direct them to the appropriate departments.
• Organize and facilitate team meetings, quality workshops, and feedback sessions to drive continuous improvement across departments.
• Monitor, review, and update participation records to maintain data integrity and compliance.
• Conduct quality assurance checks on agency-related processes, communications, and platform activity.
• Coordinate and manage monthly communications to agencies, ensuring timely and accurate distribution.
• Compile and validate participation and lead activity reports; escalate discrepancies as needed.
• Assist with onboarding, system navigation, and process support for agency partners and internal team members.
• Document processes, create reference guides, and maintain up-to-date standard operating procedures (SOPs).
• Collaborate with cross-functional teams (sales, vendors, operations) to align quality standards and service expectations.
• Track and analyze recurring issues to contribute to root-cause analysis and process improvement initiatives.
• Ensure all communications and agency interactions are handled with professionalism, accuracy, and confidentiality.
• Monitor and audit lead generation processes, campaigns, and CRM activity to ensure accuracy, consistency, and compliance with company standards.
• Support leadership with audit findings, reporting, and preparation of quality performance summaries.
• Serve as a point of contact between quality assurance and frontline teams, ensuring clear communication of quality standards and expectations.

What You Can Bring: 

• Bachelor’s degree in business, communication preferred, but willing to consider candidates with relevant work experience.
• Experience in agency services, quality assurance, or operations support preferred.
• Ability to be a detail-oriented self-starter.
• Intermediate proficiency in Excel and basic database skills.
• Strong Experience working in both a team and individual environment.
• Strong interpersonal and communication skills, both oral and written.
• Ability to work quickly and accurately in a demanding environment.
• Ability to adapt quickly and effectively to change.
• Ability to manage multiple priorities simultaneously and prioritize time with minimal supervision required.
• Strong PC skills with proficiency in Internet Explorer, Word, and Outlook.
• Positive attitude, resourceful and an honest and direct communicator.
• High degree of integrity and ability to maintain confidentiality.
• Ability to effectively relay messages or instructions to others with effective listening and communication skills to ensure proper execution of assignments.
• Strong organizational, time-management, and problem-solving skills.
• Strong demonstration of the skills to align business needs with resources/capabilities required.
• Ability to learn new computer systems.
• Strong decision-making skills with the ability to analyze situations and make logical positive outcome conclusions.
• Proven experience in engaging in multiple initiatives simultaneously.